Call centre systems are set of software and hardware devices that are use to co-ordinate and manage various business activities of a Call Centre. These systems are supplied by companies that specialize in this field. Some examples of such companies are Vertical Communications, IBM, Inisoft, etc. Apart from these, many independent distributors also see these systems.
Often these systems use a CRM (Customer Relationship Management) related software which does the software part of the system. This part of the system is responsible for managing client data, comprehensive reporting, business rules integration etc.
Apart from that there phone system specially designed for Call centres (the hardware) with features like blended inbound and outbound calls, multiple contact touch points like voice, email, web and telephony services like fax, VOIP solution, Full media screens support, comprehensive call reporting, etc. Phone systems also provide services like predictive and auto dialling, Do not call lists, Voice Mail and PBX integration, call recording and monitoring etc. Together these systems provide an integrated environment for smoothly carrying out the tasks inside a call centre. Some of the examples of Call centre systems include TCMS, Syntelate, TeQuios, Tele-Connect, Captavia and IBM Call Center Management Solutions.
Some of these are independent tools performing one or more functions while some are integrated suite of applications that manage all or most of the functions of a call centre system.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment